CUSTOMER RELATIONSHIP MANAGEMENT AND SUPPLY CHAIN MANAGEMENT
Customer relationship management (CRM) is an organizational strategy that is customer-focused and customer-driven. CRM (Customer Relationship Management) combines policies, processes and strategies applied by the company into one unit. The use of CRM is to interact with customers and also to track customer information. CRM is a new approach to managing relationships between corporations and business customers. With this relationship, the hope is that there will be communication and marketing through managing a variety of different contacts. This approach is taken to increase customer loyalty to the company as well as continuous added value. Nowadays, CRM implementations almost always use information technology to attract new, profitable customers so that they have a bond with the company. The Need for CRM It costs six times more to sell to a new customer than to sell to an existing one.A typical dissatisfied customer will tell 8-10 people.By increasing the customer retention rate by 5%, profits could increase by 85%.Odds of selling to new customers = 15%, compared to the odds of selling to existing customers (50%) 70% of complaining customers will remain loyal if their problem is solved.
Operasional customer realitionship management system Operational CRM is the component of CRM that supports the front-office business processes. That is, those processes that directly interact with customers; i.e., sales, marketing, and service consists of Customer-facing applications are those applications where an organization’s sales, field service, and customer interaction center representatives actually interact with customers. Customer service and support refers to systems that automate requests, complaints, product returns, and requests for information. Customer Interaction Centers (CIC) Call center Outbound telesales Inbound teleservice Sales force automation automatically records all the aspects in a sales transaction process. Contact management system Sales lead tracking system Sales forecasting system Product knowledge system Configurators Marketing Cross selling is the practice of marketing additional, related products to customers based on their previous purchases. Up selling is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the consumer’s initial product or service selection. Bundling is a form of cross selling in which a business sells a group of products or services together at a price that is lower than the combined individual prices of the products. Campaign management applications help organizations plan campaigns so that the right messages are sent to the right people through the right channels.
Customer-Touching Applications In customer-touching applications, customers interact directly with online technologies and applications rather than interact with a company representative.
- Search and Comparison Capabilities
- Technical and Other Information and Services
- Customized Products and Services
- Personalized web pages
- FAQs
- E-mail and Automated Response
- Loyalty Programs
Other types of customer relationship management system other types of customer, On-demand CRM is a CRM system that is hosted by an external vendor in the vendor’s data center.Mobile CRM is an interactive CRM system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers.Open-source CRM is CRM software whose source code is available to developers and users.Social CRM is the use of social media technology and services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent manner Realtime CRM help organizations to respond to customer product searches, requests, complaints, comments, ratings, reviews, and recommendations in near real time.